Head of Customer Success

Location: Mohali

Position Title:

Lead, Customer Success

Location:

Mohali, India
Position Type:
Regular, Full-Time

Who we are:

Roundglass is a wholistic wellbeing company working to empower healthier lives, stronger communities, and a more sustainable world. That “ w”  in “ wholistic” i s there for a reason:
We believe true wellbeing spans the whole human experience, from how we care for ourselves to our connections with others and the planet.
We're driven by a mission to make wellbeing accessible and actionable for everyone, everywhere. That mission shapes how we work and show up for each other. If you're committed to creating meaningful impact and want to help build a culture that reflects it, we'd love to meet you.
We bring that vision to life in different ways: through technology and personal wellbeing, sports and human performance, community development, environmental stewardship, and global dialogue.
Roundglass Living  helps organizations everywhere support their people. The app delivers personalized wellbeing guidance rooted in science, with custom daily plans for goals like stressing less, sleeping better, and building habits that last.
Roundglass Foundation  drives our development work in communities and ecosystems across India, from empowering rural villages to nurturing world-class athletes and documenting biodiversity.

About the role
We are looking for a  Lead, Customer Success  to run the day-to-day Customer Success operation for Roundglass Living across Services, Implementation, and Customer Support.
This is a hands-on operating leadership role based in India. You will be responsible for ensuring customers launch successfully, users activate and engage with the platform, account health is actively managed, customer issues are resolved effectively, and teams deliver a consistent, high-quality experience.
You will maintain a clear view of the customer portfolio and understand which accounts are performing well, where risks exist, and what actions are required.
This role requires someone who can move comfortably between data and execution: identifying what needs attention, determining the right intervention, mobilizing the team, and measuring whether it worked.
You will work closely with the Leader of the function. The Leader owns the broader commercial strategy, customer growth, and commercial outcomes; the Lead owns the day-to-day execution required to deliver those outcomes across the customer portfolio.

What you’ll do

Lead Day-to-Day Customer Success & Team Execution
Run the day-to-day Customer Success operation across Services, Implementation, and Customer Support.
Set clear account ownership, weekly priorities, targets, and operating rhythms across the team.
Manage account allocation and workloads across customer SPOCs to ensure effective coverage and execution.
Coach SPOCs on customer management, problem solving, communication, and execution, while addressing performance or capability gaps as needed.
Hold the team accountable for customer commitments, account performance, and agreed actions.
Ensure customer risks, escalations, and follow-up actions are identified early and driven through closure.

Own Account Health, Adoption & Customer Interventions
Maintain a clear view of account health across the portfolio, including which accounts are green, amber, or red, why, and what action is underway.
Own registration, activation, adoption, and engagement performance, with clear account-level targets and SPOC accountability.
Identify low adoption, declining engagement, or changes in customer health early and diagnose the underlying cause.
Determine and execute the right intervention, including campaigns, challenges, nudges, Braze journeys, and other activation activities based on account needs.
Measure the impact of…